1 reviews | Active since Apr 2017
Lies and incompetence, a company you cannot trust.
<p>Friday 24th March sent a package to the UK from South Africa via PostNet. After discovering the high tax amount and also a realisation I'd been hasty with my decision to send at a cost of R810 I phoned DHL at 7pm to recall the package. The guy I spoke to was very helpful and told me that the package would be returned to its original address at PostNet and I could go and collect it and discuss a potential refund. </p> <p> </p> <p>On the following Tuesday the person I sent the package to informs me its arrived in the UK and needs collecting! I phone DHL and ask what's happened. I'm initially given a story by a ladt called Sbongile that I had called 'too late' as 7pm and it couldn't have been recalled. Contrary to what I was told on the Friday.</p> <p> </p> <p>Phone again the next day and spoke to someone else. They listened to the phone calls rather than trying to fob me off. On listening to me being told it would be recalled they immediately offered me a full refund if we paid the tax and collected the package. I was told someone would call me to arrange the refund. </p> <p> </p> <p>I wait until Monday 3rd April and call again. I'm told a refund is no longer possible!! Now we've paid the tax as well. They brush me off with a poor story and trt to make it out that its my fault and I should be dealing with PostNet. I complain on Twitter. </p> <p> </p> <p>A lady called Charmaine calls me sounding helpful and apologetic. After a few days of investigation I am now called by PostNet and offered around a R400 refund if we return the package, that has now been collected over a week ago! I find that offer embarassing. DHL again brush me off as though nothing has happened.</p> <p> </p> <p>Really upset at how a global reputable company can lie to its customers, go back on its word and not take any accountability for a series of mistakes and poor customer service. DHL continually fall behind the excuse that I went to PostNet therefore they have nothing to do with this and can't possibly offer me any compensation because of their 'contract with PostNet'. How can you therefore exolain the big yellow DHL box the package was sent in, the DHL headed shipment receipt and DHL waybill number? As far as I am concerned once the package leaves PostNet I am dealing with DHL.</p>
Good morning Steve,
I would like to apologise for the inconvenience caused with regards to the duties paid for your parcel in the UK.
I would like to confirm that the shipment in question was sent using a Postnet shipping account therefore if there was any refund due then DHL would have to pay the refund to Postnet we have a contract with them to ship goods on their shipping account. If we were to refund you directly for a service we have provided then we would be breaching the contract we have with Postnet.
The payment requested in the UK was a Customs Duty charge which is a requirement by Customs and not DHL. Each country has different Customs regulations that have to be followed in order for shipments to be cleared hence the payment was requested to clear the goods.
After bringing this matter to Postnet's attention,the Manager offered you a refund which you have declined the offer. We had also offered to have the shipment returned so you are able to Claim a full refund and you have objected to this offer.
Please refer to email communication for further details of returning the shipment or to proceed with te refund offered by Postnet.
Kind regards,
Charmaine Ram
Customer Care Executive
DHL Express
Good morning Steve,
I would like to apologise for the inconvenience caused with regards to the duties paid for your parcel in the UK.
I would like to confirm that the shipment in question was sent using a Postnet shipping account therefore if there was any refund due then DHL would have to pay the refund to Postnet we have a contract with them to ship goods on their shipping account. If we were to refund you directly for a service we have provided then we would be breaching the contract we have with Postnet.
The payment requested in the UK was a Customs Duty charge which is a requirement by Customs and not DHL. Each country has different Customs regulations that have to be followed in order for shipments to be cleared hence the payment was requested to clear the goods.
After bringing this matter to Postnet's attention,the Manager offered you a refund which you have declined the offer. We had also offered to have the shipment returned so you are able to Claim a full refund and you have objected to this offer.
Please refer to email communication for further details of returning the shipment or to proceed with te refund offered by Postnet.
Kind regards,
Charmaine Ram
Customer Care Executive
DHL Express
Hi Charmaine,
"After bringing this matter to Postnet's attention,the Manager offered you a refund which you have declined the offer. We had also offered to have the shipment returned so you are able to Claim a full refund and you have objected to this offer."
I suggest you state these facts correctly. I was not offered a full refund on returning the shipment, I was offered half of the R810 at best. This was offered over a week after the shipment was collected. Why not just acknowledge all of the mistakes and offer the refund anyway rather than putting us through more inconvenience.
"I would like to confirm that the shipment in question was sent using a Postnet shipping account therefore if there was any refund due then DHL would have to pay the refund to Postnet we have a contract with them to ship goods on their shipping account. If we were to refund you directly for a service we have provided then we would be breaching the contract we have with Postnet."
This is very true but it doesn't excuse the lies and incompetence shown by DHL throughout the whole process. From being told the package would be recalled to being told I would get a refund if the tax was paid. Was I dealing with DHL or PostNet at this point?
It seems the DHL think they can show this amount of incompetence and just get away with it. Anyway I'm just a consumer and in the grand scheme of things I guess I don't matter to you...
Hi Charmaine,
"After bringing this matter to Postnet's attention,the Manager offered you a refund which you have declined the offer. We had also offered to have the shipment returned so you are able to Claim a full refund and you have objected to this offer."
I suggest you state these facts correctly. I was not offered a full refund on returning the shipment, I was offered half of the R810 at best. This was offered over a week after the shipment was collected. Why not just acknowledge all of the mistakes and offer the refund anyway rather than putting us through more inconvenience.
"I would like to confirm that the shipment in question was sent using a Postnet shipping account therefore if there was any refund due then DHL would have to pay the refund to Postnet we have a contract with them to ship goods on their shipping account. If we were to refund you directly for a service we have provided then we would be breaching the contract we have with Postnet."
This is very true but it doesn't excuse the lies and incompetence shown by DHL throughout the whole process. From being told the package would be recalled to being told I would get a refund if the tax was paid. Was I dealing with DHL or PostNet at this point?
It seems the DHL think they can show this amount of incompetence and just get away with it. Anyway I'm just a consumer and in the grand scheme of things I guess I don't matter to you...